Director of Account Management
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Job Description
Director of Account Management at ComputerCare, leading a team to redefine the post-sale ecosystem. Focusing on retention and building operational frameworks for high-performance growth.
Responsibilities:
- Build, hire, and scale the Account Management function from an early team into a high-performing, larger-scale organization that can support our growing customer base.
- Define and execute the Account Management strategy aligned with revenue, retention, and growth targets.
- Define account segmentation, ownership models, coverage, success criteria, and capacity planning.
- Hire, coach, and scale a high-performing team of Account Managers accountable for expansion, retention, and customer outcomes.
- Establish standards, KPIs, dashboards, and an operational cadence for reporting, forecasting, reviewing account health, risk, retention, and expansion pipeline.
- Build repeatable playbooks for onboarding, adoption, driving usage, identifying cross-sell and upsell opportunities, unlocking new use cases, and renewal motions.
- Identify expansion opportunities, diagnose risk proactively, and implement retention strategies.
- Implement data-driven frameworks for customer prioritization, health scoring, forecasting, and resource allocation.
- Partner closely with Sales, Operations, CEO, and Finance on post-sale execution, forecasting, quota design, capacity planning, and incentive alignment.
- Serve as executive sponsor for strategic enterprise accounts and complex expansions.
- Ensure tight feedback loops between customers and internal stakeholders to influence roadmap and opportunity investments.
- Build scalable processes that support global expansion and evolving GTM motions.
- Lead with a strategic lens while staying hands-on when needed, jumping in alongside the team (including making calls) to model expectations and support execution.
- Attend quarterly company leadership meetings, collaborating on company initiatives and deliverables.
- Take the lead in driving a culture of continuous improvement and change management.
- Drive organizational excellence, ensuring a work culture of Diversity, Equity, and Inclusion by living the company’s vision and core values.
Requirements:
- 10+ years of experience in Account Management, Customer Success, Sales Operations, or post-sale revenue roles
- 5+ years leading teams in high-growth SaaS, managed services, or technology environments
- Demonstrated success building and scaling an Account Management team from the ground up. Owning org design, processes, operating models, and compensation structure.
- Ability to build scalable processes without introducing unnecessary bureaucracy
- Strong analytical and strategic thinking skills with experience in forecasting, segmentation, and performance measurement
- Exceptional leadership, communication, and stakeholder management skills
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
- Proficient with Netsuite (or equivalent CRM).
- Ability to travel as needed.
Benefits:
- Comprehensive Medical, Dental, and Vision plans to keep you feeling your best
- 401(k) with employer match—because your future matters
- Company-paid Life Insurance, plus HSA & FSA options
- Employee Assistance Program (EAP) for real support when you need it
- Adoption Assistance to help grow your family
- Commuter Benefits for an easier ride
- Free Coursera Professional Certifications to level up your skills
- Generous vacation & sick time, plus paid time off to give back to your community
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